customer Success Manager

We are looking for a Customer Experience Team Lead with 10+ years of overall

experience in customer service and a minimum of 4 years of proven expertise in

handling chat process teams. The ideal candidate will be a people-focused leader with

strong analytical skills and a track record of delivering outstanding customer satisfaction

through digital-first support channels.

Key Responsibilities:

Lead, mentor, and motivate a team of process executives to deliver seamless

customer experiences.

Monitor performance metrics (AHT, CSAT, FCR, SLAs) and drive continuous

improvements.

Develop team strategies to enhance productivity and quality in chat support.

Handle escalated issues with empathy, quick resolution, and customer-first thinking.

Conduct regular coaching, feedback sessions, and training for team development.

Collaborate with cross-functional teams (Product, Tech, Marketing) to provide

customer insights for service improvements.

Implement best practices in digital customer support and adopt automation where

relevant.

Drive employee engagement and foster a culture of accountability, collaboration, and

growth.

Key Requirements:

10+ years of overall experience in customer service / customer experience roles.

Minimum 4 years of experience in leading chat process teams.

Strong people management and team development skills.

Hands-on expertise with customer support platforms and chat technologies.

Excellent communication, conflict resolution, and problem-solving skills.

Data-driven mindset with the ability to analyze reports and take strategic decisions.

High adaptability to a fast-paced, customer-obsessed environment.

Why Join FirstClub

Be part of a mission-driven company redefining customer experience.

Lead a dynamic team and shape our digital-first service strategy.

Opportunity to grow within a fast-scaling, innovative environment.